United Airlines

Dear Ms. [redacted]: I’m responding to a complaint forwarded to us from the Revdex.com.Thank you for contacting United Customer Care again. We are sorry you were dissatisfied with our response and goodwill gesture.  We have reviewed your request and support our original correspondence.  While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated.  After further review, we again found that United Airlines complied with all of the applicable regulations at the time of your flight and the Terms and Conditions of the ticket your purchased. Our records indicates you agreed to the Terms and Conditions before submitting you payment.  Please go back to read those Terms and Conditions for your record and review.We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted] Tell us why here...

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear Ms.[redacted]

I'm responding to a complaint forwarded to us from the Revdex.com.

Our policy requires that all reservations be ticketed at the time of booking. When making your flight arrangements and purchasing your ticket,...

we will send you a valid receipt for travel.

The receipt will include important information that will need to be verified by you, such as:

-Name of customer
-Flight itinerary - cities, dates and class of service
-Frequent Flyer number
-eTicket number
-Fare and fare rules
-Terms and Conditions

Please know that tickets purchased through united.com or United Reservations in the last 24 hours may qualify for waiver of change or cancellation fees under our 24-hour flexible booking policy.
Your request for a refund is denied.

Our goal is to make every United Airlines flight a safe and pleasant experience for our customers.

Regards,

[redacted]
Corporate Customer Care
Case:[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By calling to book, normally people have the assumption that we can trust the information given by the customer service; otherwise I do not see any value for such human interaction. It seems, however, we are not expected to trust United on this issue, because no matter what are being told, eventually they are all nonsense, holding no significance at all as compared to the tiny words in written statement. Unfortunately, the victims are now blamed for their naivety being tricked into fraud.
Final Business Response /* (4000, 9, 2015/09/04) */
Dear Ms.[redacted]
I regret you're dissatisfied with our response.

You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision. We appreciate when customers take the time to share comments and suggestions. Feedback like yours presents opportunities to improve or enhance our products and services.

Again, Our policy requires that all reservations be ticketed at the time of booking. When making your flight arrangements and purchasing your ticket, we will send you a valid receipt for travel which is documented in your travel record as sent.
The receipt will include important information that will need to be verified by you, such as:
-Name of customer
-Flight itinerary - cities, dates and class of service
-Frequent Flyer number
-eTicket number
-Fare and fare rules
-Terms and Conditions
Please know that tickets purchased through united.com or United Reservations in the last 24 hours may qualify for waiver of change or cancellation fees under our 24-hour flexible booking policy.
Your request for a refund is denied.
Our goal is to make every United Airlines flight a safe and pleasant experience for our customers. Rest assured that we want to do everything we can to ensure that your travel needs are met. We understand air travel isn't always easy, which is why we continually focus on improving our products and services.

We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards,
[redacted]
Corporate Customer Care
Case:[redacted]

Dear Mr. [redacted]:   We have received your complaint filed with the Revdex.com. I have requested your bag receipt be sent via email. Thank you for flying the friendly skies. Regards, [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. **: Your complaint to the Revdex.com has been forwarded to Corporate Customer Care for review. I appreciate this opportunity to respond. Please know that when IHG Rewards Club points are converted into United MileagePlus award miles, the [redacted] Inn Priority Club advises United as to how many miles to deposit to your account. Any promotional miles are deposited at least 4-6 weeks after the promotion ends, which is October 10, 2016. Please contact our MileagePlus Service Center by using the form provided in the link below if you do not see the additional 50% bonus credit by mid-November. https://www.united.com/web/en-US/content/Contact/mileageplus/AccountInfo.aspx Kind Regards, Ms. Avi [redacted]Corporate Customer Care Tell us why here...

Dear Mr. Haoyang **:Thank you for contacting United Customer Care through the Revdex.com.  We regret the difficulties you are experiencing with your MileagePlus account and conversion of miles.  While we empathize with your concerns, Customer Care has no access to MileagePlus...

systems or promotions.  Please contact MileagePlus directly at (800) UNITED-1 and provide your account and promotion details so they may research this issue, your account, and any ongoing partner promotions.  They are the best source for information and assistance.We thank you for your time and patience and hope to see you on a future United flight.Regards,   Joe [redacted] Corporate Customer CareCase ID 11031266Tell us why here...

Dear Mr.  [redacted]: Thank you for taking the time to speak to me regarding your concerns on your upcoming trip using your Award Miles.  I am sorry for the difficulty you recently experienced and regret to learn you were unable to book your preferred flights using Mileage Award points....

As  we previously discussed, Mileage awards are capacity-controlled, which means there are limits on the number of award seats released for each flight and some dates are restricted. We have a special department responsible for accurately forecasting and managing the release of various fare buckets for each scheduled flight. ,All fare types, including MileagePlus award and award upgrades, are released based on several factors: the available seats in the market, the size of the scheduled aircraft, the peak travel periods for that city, and the historical data from the "no show" records. A limited number of award seats are released several months in advance, but our personnel are constantly re-evaluating the data for the opportunity to release additional award seats. As also discussed, I have waived your change fee as a one-time exceptions to allow you to make necessary changes to your itinerary, however you will still need to pay any mileage and/or fare difference if applicable.  I realize we did not meet your expectations, please know that our airport station managers, operations, MileagePlus teams and senior leadership spend a good deal of time reviewing comments from you and other customers. Often customers have a large part in affecting decisions to revise policy changes.  We realize that you have a choice of carriers; however we would like to continue our business relationship with you.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.   Mr.  [redacted] , as a MileagePlus member, your business is very important to us.  Please know that are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight.   Regards, James [redacted] Customer Care Manager Case ID - 10044025

Dear Ms. [redacted]:Your disappointment with the resolution is understandable. Your reservation [redacted] shows cancelled. If you have not booked a new itinerary and would like to retain the original flights and fare, please let me know. I will call you at your telephone number on record with us today.Kind regards,Ms. [redacted]Corporate Customer CareCase [redacted]

Complaint: [redacted]
While I appreciate United responding to this complaint this is a matter of principal. United sold me an expensive ticket I do not qualify to begin with without telling me, then it turns out it is nonrefundable, again without telling me. Whatever the terms of a ticket are they have to be disclosed at the time of purchase. They were not. By United deciding they are keeping my money is theft. I would like a refund for the portion not used. I also want a discount for the outbound ticket that I was sold that I do not qualify for. That is complete fraud. I do not want a credit to use on United. I would like a refund. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, I would like the business to know that the fact that this issue had to be escalated this far is unacceptable.  I have retained records of all of our conversations with the business and I have saved their response as a promise that they will follow through and not charge a change fee when we do rebook.  If they fail to follow through with this promise, I will escalate this issue again.In addition, I can absolutely guarantee that we will not use their services again if we can help it.
Sincerely,
[redacted]

Dear.  Ms.  [redacted]:   We received your letter from the Revdex.com regarding your recent ticketing experience with us.  I regret to learn your disappointed in our ticket policy. Please understand that our excursion tickets are nonrefundable. A service charge usually...

applies for changing the time or date of travel. These service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats. Additionally, customers must pay the difference between the original fare and the new fare when there is reduced inventory or published fare increases. Customers booking reward or revenue travel are often required to pay ticketing fees at the time the reservations are confirmed.  Tickets will cost $25 more per person if booked by telephone and $30 more if booked at the airport or a ticket office. These costs may vary by country. To avoid this additional expense, book and ticket your reservation on united.com.  For detailed information about our ticketing policies, please visit our Web site: www.united.com > Contact Us > Flight Reservations.   I am also sorry to hear about your mother’s health condition.  We understand travel plans change when serious illness befalls the traveler, traveling companion, or immediate family member.   Respectfully, I regret refund request for your fare difference has been declined,  however as a gesture of goodwill, I will authorize a refund of your change fee ($200.00) and your Reservations Booking Fee ($25.00).  The refund process generally takes 30 days for processing and for your account to reflect accordingly.  We do want you to know that our senior leadership spend a good deal of time reviewing comments from you and other customers. Often customers have a large part in affecting decisions to revise policy changes.  We realize that you have a choice of carriers; however we would like to continue our business relationship with you.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.   Ms.  [redacted], as a MileagePlus member your business is very important to us.  Please know that are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight.                                           ...⇄   Regards,   James [redacted] Corporate Customer Care Case ID – 10968600

Dear Mr. [redacted]:   I have placed a one time only waiver of the change fee in [redacted] record. Please note however any difference in fare will still be applicable.   While I apologize you encountered difficulty with the initial booking, it is ultimately the passengers...

responsibility to ensure the booking is correct.   As a Premier Silver member, my apology for any confusion.       Regards,   Ruth [redacted] Corporate Customer Care Case [redacted]     Tell us why here...

I entered the response via the Revdex.com website and received an error message and could not be re-entered. The website indicated the following: There is no action for you to take at this time. We will contact you when we next require your input.Therefore, I sent the response to Mr. [redacted] directly, see...

copy below.The miles have since been reinstated to Mr. [redacted]'s account.COPY: via email: 7/10/17 7:29 AMDear Mr. [redacted]:   Here is the response I sent to the Revdex.com. I am sending you a copy directly because I entered my reply below and I received an error message so I wanted to be sure you received it.   Regards,   Dayna [redacted] Corporate Customer Care     Dear Mr. [redacted]:   I am responding to your complaint filed with the Revdex.com.   I am sorry to learn your MileagePlus miles expired on June 1, 2017 and I understand your concerns. I have made a one-time exception to reinstate your miles. Please allow up to 10 days for MileagePlus to process.   Please note per the MileagePlus Rules:   4. Each Member is responsible for being and remaining knowledgeable as to the Rules and the amount of mileage in such Member’s account.   Also, by enrolling or participating in the Program, you indicate your acceptance of these Rules and agree to abide by them. It is your responsibility to read and understand all of the Rules.   This information is available via our website:   https://www.united.com/web/en-US/content/mileageplus/rules/default.aspx   We appreciate your business and look forward to serving you again soon.   Regards,   Dayna [redacted] Corporate Customer Care Case ID: [redacted]

Dear Ms. [redacted]I am responding to the additional information you forwarded to the Revdex.com.  I am glad to see your concern was handled with Elaine [redacted] on Friday.  I just spoke with her and she said this case has been resolved.Thank you for your continued patience on this matter and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase:  [redacted]

January 19, 2016Dear Ms. [redacted]We are sorry to hear of your complaint filed with the Revdex.com regarding your reservation for round-trip travel between Norfolk and Hong Kong on United and United Express.  You mentioned you enrolled in our MileagePlus program however, you did not...

receive credit for this trip.Upon researching this with our MileagePlus Service Center, our records reflect that you already have an existing MileagePlus account.  Your mailing address is the same but, your email address is under a yahoo.com account.  In turn, your applicable MileagePlus credit for this trip was added without a charge to this existing MileagePlus account ending with [redacted]  Ms. Lau, as a MileagePlus member we sincerely appreciate your business and look forward to the next opportunity to welcome you on board.  Sincerely, [redacted]United Airlines Corporate Customer CareRef # [redacted]

Complaint: [redacted]
I am rejecting this response because: As you state United is not responsible nor compensate for delays, I am sorry to hear this. $100 electronic credit, for the flights to Las Vegas from Tampa was a nightmare alone. Connecting flight had to be rescheduled, Our rental car due to the delay was lost and had to settle for another kind of car, our resort reservation VIP check-in was closed and cause some conflicts. Those things were addressed to each department. So that is not your concern, unfortunately stemmed by the airline delay of over 5+hrs...$100 cannot get you anywhere and just to think that is you want a comfortable seat you have to pay extra and THAT'S NOT EVEN 1ST CLASS BUT ECONOMY UPGRADE.....Customer satisfaction is no longer an aim for airline business so I do not accept this small token from your company. I will still give a failing grade to the United Airlines and the lack of CUSTOMER SATISFACTION in their business.....
Sincerely,
[redacted]

February 29, 2016   Dear Mr. [redacted]:   The Revdex.com has forwarded your correspondence to my attention. I am responding to you as a management employee of our Corporate Customer Care office. Our role is to handle situations as they arise according to policies and procedures...

along with being the last point of escalation for post travel issues.    On behalf of United Airlines, please accept our most sincere apology for the disappointing and confusing travel your mother, Ms. Aihua [redacted], experienced. It is never our intent to inconvenience any of our valued customers.   I have reviewed the travel record, and see there was a technical concern between Air China and United, preventing the completion of the check-in process. This was further complicated by the re-booking process and customer service issues.   As a gesture of goodwill, we have sent Ms. Aihua a $250 electronic travel certificate, which will arrive in a separate e-mail within 5 business days. It is our hope that she will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back her trust.   We appreciate your business and look forward to serving your future travel needs.   Regards,   Judith [redacted] Corporate Customer Care Case 10073552 Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am glad that United Airlines was not as dismissive in this response as they were in my original complaint to them. When a customer feels wronged, a business should work hard to try and resolve the underlying issue, especially if the issue is a result of the business failing to meet their stated obligations.Thank you for your time and efforts.
Sincerely,
Conrad [redacted]

Dear Mr. [redacted]: Your correspondence addressed to the Revdex.com has been forwarded to my attention for review.  Please accept my apologies for the poor service you received in Newark on August 6, 2015 when you were refused transportation due to your Costco Travel agent...

error.  I was sorry that your only alternative was to purchase a last minute, full fare ticket, or wait and resolve the issue with the travel agent.  We certainly understand how upsetting this experience was for your entire family.  Your request for a refund is appreciated.  However, as travel was provided, we are unable to issue a refund of the ticket.  I appreciate your understanding.  You may want to see if the travel agency can offer reimbursement of the ticket.  Mr. [redacted], we recognize we have many complicated rules and processes.  We agree some are difficult to understand, and we often review our policies.  So, your comments are important and helpful.  While I can't undo the circumstances you are disappointed with, I commit to you that United is dedicated to providing you the service you expect. Best regards, Mary Beth [redacted] Corporate Customer Care Case ID: 9835885 Revdex.com 10997792

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear your son''s fights were canceled on August 29, 2017.  I also understand your disappointment that their bags were delayed for so long.  I realize you did not receive...

the help you expected or deserved during this stressful time and I apologize. I did confirm that the bags should have been on [redacted] flight #462 on September 04, 2017.When you have a moment, I invite your son's to visit united.com/appreciation to view compensation options. When you begin, please have your original flight number and date of travel nearby. You'll also need your MileagePlus number, a confirmation number or ticket number to request your compensation. The options are only available within 90 days of your flight. If there were others who traveled with you, each person's compensation would need to be requested individually on the Web site mentioned above. As a goodwill gesture I have issued each of them a $300.00 electronic travel certificate that will be emailed to kima[redacted]@aol.com in a few days, This is in addition to what they can request online. I apologize for the poor travel experience provided. We are working hard to improve and look forward to another opportunity to provide you with the travel experience you should expect on United.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]:   The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on November 6, 2017.   Our records indicate you have contacted our Customer Care department regarding this matter and I'm sorry...

you're disappointed with our previous responses and the $50.00 Electronic Travel Certificate you were issued.   Our intention was to show you we understood your concern and let you know we’re sorry about everything that happened during your flight. We didn't mean to create more frustration.  We are unable to honor your request for a refund as transportation was provided.  However, I've taken another look at your situation and am sending you an additional Electronic Travel Certificate, which will arrive via email within the next few days. I hope you'll be able to use that certificate to give us another chance to provide you the service you deserve. Thank you, again, for letting me take care of this for you.   We're listening more than ever and working hard to be your airline of choice. I appreciate you helping us get there.   On behalf of United, we look forward to welcoming you aboard your next flight.   Regards,   Candance [redacted] Corporate Customer Care Case:  [redacted]